Case Study
Author: Vibha Tuli | 5 minute read
The Opportunity
A global personal care brand was facing significant DTC fulfillment issues with its 3PL provider. The 3Pl was missing KPIs across the board—slow delivery times, delayed inventory updates, and rising customer complaints—threatening both revenue and customer trust. They wanted a short-term turnaround and support searching for a better strategic 3PL.
The Approach
- Conducted a deep audit of the existing 3PL to identify critical improvement areas
- Developed an intervention plan to improve operations of the current 3PL
- Researched over 20 3PLs based on business, company, and operational requirements
- Developed a Best-in-Class framework & template to benchmark performance across quantitative and qualitative factors
- Provide alternative solution to lower operating expense and improve operational performance
The Outcome
Peak Season Stabilization Plan: Defined escalation protocols, customer service playbooks, and a daily/weekly performance dashboard—helping ensure continuity during Q4
3PL Management Routines: Clarified internal ownership, established cross-functional touchpoints, and introduced structured business reviews with the provider
Future-State Logistics Strategy: Outlined a scalable operating model, including capabilities needed for growth, team structure implications, and investment roadmap
Future-State AI – Automation. Leaned in with AI – Fully autonomous robotics that provide the client to use a “test and learn” strategy and invest in future state logistics.
RFP & Procurement Support: Designed a structured 3PL selection process, including evaluation criteria and briefing materials to accelerate vendor search
~30% Cost Savings: Supported identification and negotiation of a new 3PL provider, delivering significant savings while improving service expectations
Leadership Alignment: Brought together supply chain, digital, and finance leaders to align on near-term fixes and a sustainable fulfillment model
Meet The Team
